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Sr. Director, Care (Customer Account Executive)
Entertainment & Media Industry Company
Baltimore, MD, United States
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Job Summary:
Responsible for hiring, developing and overseeing the Customer Service team comprised of 370 employees with 2 Sr. Managers & 2 Managers as well as developing infrastructure and necessary processes. Provides reports to management regarding operational efficiency, performance issues, recommendations for improvements and customer experience, and contributes to design and testing. Establishes procedures and infrastructure to ensure rapid and effective resolution of support cases and chronic or significant complaint or quality issues to maximize efficiency and customer loyalty.
Core Responsibilities:
• Collaborates across all departments to develop and refine products and drive customer experience initiatives. Manages and coordinates multiple, cross-functional projects simultaneously.
• Oversees a team who manages Customer Care, logistics, management of applications and consolidation of complaints and quality reports.
• Leads all customer relationship management research.
• Communicates and works with the call center to communicate all efforts relating to products and customer relationship management.
• Researches trends and report complaints, product improvement suggestions and other actionable and quantified customer and market feedback to management.
• Ensures key performance metrics, including escalation rates, case resolution times, complaint rates, product launch effectiveness, and customer loyalty are met or exceeded.
• Develops, justifies and successfully executes strategic operating plans and budgets for the Corporate Customer Account Executive team.
• Develops a high performing staff through education, mentoring and providing continual evaluation of employee development and eliminates single points of knowledge. Deploys and maintains the required systems management team.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.
Job Specification:
• Call center leadership experience strongly preferred.
• Bachelors Degree or equivalent.
• Generally requires 12+ years related experience.
Company is an EOE/Veterans/Disabled/LGBT employer